Customer Services Coordinator
| Location: | Luton |
|---|---|
| Term: | Permanent (Full time) |
| Salary: | £17K |
| Reference No: | ARMSCSLU |
Customer Services Coordinator – Fast Track DEPARTMENT: -
Customer Services Department
1. MAIN PURPOSE OF JOB To ensure a professional business to business customer service to all internal departments and contractors.
2. POSITION IN ORGANISATION Reporting to the Business Coordinator Team Leader
3. SCOPE OF JOB Main Responsibilities:
• To ensure team provides exceptional customer service to internal department and contractors.
• To ensure that all tasked work from Property Managers, contractors or any other customer work is carried in accordance with the service level agreement.
• To deal with any specialist incoming telephone calls from contractors and Property Managers.
• To work and provide support within a team to ensure that workload is attended to and dealt with within service level agreements.
• To take responsibility and ownership of individual workload and support team workload. • All correspondence to be responded to and dealt with professionally and in accordance with our service level agreements and to update the Property Manager on any development specific issues as appropriate.
• To ensure the IT Systems are updated accurately for existing and new developments and all relevant documentation is scanned and saved accurately within the appropriate areas.
• To support the ongoing process of updating development information sheets.
• To carry out annual tendering and placing any other ad-hoc orders as necessary, and to manage any invoice queries.
• To liaise with other departments as necessary to ensure the completion of tasks.
• To deal effectively with any contractor queries relating to works/projects being carried out.
• Report to Business Coordinator Team Leader on any responsibilities as mentioned above or added in the future.
• Any other task or project as advised by the line manager or Customer Service Manager.
4. AREAS OF RESPONSIBILITY / ACCOUNTABILITY
• Personal Appearance
• Maintaining regular attendance
• Maintaining excellent timekeeping throughout the day
5. KEY INTERFACES
• Internal Departments / Businesses
• External Businesses
• Professional organisations
• Residents / Customers
PERSON SPECIFICATION JOB TITLE Business Coordinator – Fast Track DEPARTMENT Customer Service Department
1. QUALIFICATIONS Minimum of five GCSE’s grade C or above or equivalent including Maths and English. Membership of IRPM part 1 advantageous Customer Service related qualifications desirable
2. EXPERIENCE Minimum of two years experience in an administrative role with emphasis on written communication with customers. Experience of working in a busy and highly demanding environment interfacing with a number of key departments. Good organisation and time management skills.
3. KNOWLEDGE An understanding of Property Management sector would be an advantage together with familiarisation of legal documentation. Able to understand complex legal documentation e.g.; Leases is desirable as would be some banking and/or accounting knowledge
4. TECHNICAL SKILLS Microsoft Office to intermediate level
5. PERSONAL QUALITIES Self motivated and able to work around distractions Flexible in approach Good team player who can work autonomously and be proactive in supporting team colleagues. Professional and approachable attitude Assertive and confident when communicating at all levels Ability to multi-task and prioritise busy workload Ability to produce accurate, good quality work consistently Smart Appearance